Product Concierge Specialist

4 days ago

Arcadia, California, United States Rusnak Full time
About Rusnak Auto Group

Rusnak Auto Group is a leading luxury automotive dealership with a reputation for excellence in the Greater Los Angeles and Southern California regions. Our commitment to customer satisfaction and loyalty has driven our growth to 11 locations, featuring beautiful showrooms in Pasadena, Arcadia, Thousand Oaks, Anaheim Hills, and Loma Linda.

Job Summary

We are seeking a highly skilled Product Concierge Specialist to join our team at Rusnak Mercedes-Benz in Arcadia. As a key member of our sales team, you will play a critical role in ensuring customers have a seamless ownership experience by providing expert knowledge of our luxury vehicles.

Key Responsibilities
  • Customer Education and Delivery
    • Effectively and efficiently deliver detailed customer education and vehicle delivery on all models.
    • Ensure vehicles meet all pre-delivery checklist requirements.
    • Program personalized settings prior to customer delivery.
    • Assess customer knowledge and priorities to personalize delivery for every customer experience.
    • Explain and demonstrate vehicle features and technologies, focusing on customer comfort level and retention.
    • Follow up with customers within one to two weeks after delivery to answer questions or conduct a second delivery to teach additional feature operations.
    • Resolve customer inquiries for vehicle technology issues.
    • Direct customers to additional information resources.
    • Conduct owner clinics on a consistent basis (e.g., new owner clinics, franchise infotainment how-to workshops).
    • Utilize CRM daily to assist in responding to new leads promptly.
    • Follow up with lost sale prospects to ensure satisfaction.
  • Customer Support in Service Waiting Areas
    • Assist customers at the service drive with vehicle inquiries.
    • Visit the customer lounge to introduce Product Concierge services and share valuable vehicle technology insights with customers.
  • Training and Development
    • Train sales and service staff on key technologies and how to best explain and demonstrate them to customers.
    • Answer product questions on the telephone and during walk-ins.
    • Troubleshoot vehicle technology features.
    • Troubleshoot vehicle system features.
  • Department Scheduling and Planning
    • Assist in directing and scheduling of all department employees, ensuring proper staffing at all times.
    • Actively share responsibility with the sales manager for planning and leading sales meetings.
    • Regularly attend managers' meetings and assist in preparation.
    • Assist GSM or SM with proactive planning and implementation of various projects.
    • Ensure dealership policies and procedures are followed by salespeople.
    • Provide administrative support as needed for the Sales department.
  • Vehicle Tracking and Inventory Management
    • Report all new and used sold vehicles to MFR.
    • Arrange all vehicle transportation to the customer as needed.
    • Ensure consistent follow-up with customers after a vehicle is sold.
    • Update all new and used vehicle inventory consistently and in a timely manner.
    • Regularly stock vehicles in ADP in a timely manner.

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